Technical Support Representative (AI)

TL;DR

Technical Support Representative (Customer Support): Delivering high-quality technical support for an AI-powered conversation platform with an accent on troubleshooting hardware, software, and networking systems. Focus on resolving root causes, documenting interactions, and leveraging AI tools to optimize workflow and response quality.

Location: Remote (Must be based in Ukraine) and work shifts aligned with US business hours

Company

hirify.global is a global leader providing an AI-powered, conversation-centric platform that reimagines how businesses connect and collaborate.

What you will do

• Troubleshoot customer issues across hardware, software, and networking systems to identify root causes.
• Communicate professionally with customers to ensure positive and productive interactions.
• Document customer interactions, issues, and resolutions with high accuracy and consistency.
• Manage multiple high-volume requests simultaneously while ensuring optimal system performance.
• Take full ownership of customer issues from initial report through to final resolution.
• Leverage AI tools (ChatGPT, Copilot) to summarize interactions and improve response quality.

Requirements

• 2+ years of customer service experience, preferably in technical support or help desk environments.
• Working knowledge of PC and Mac operating systems and Microsoft Office applications.
• Advanced English fluency required (spoken and written).
• Must be based in Ukraine.
• Ability to work shifts aligned with US business hours (between 12:00pm-12:00am Monday through Friday).
• Curiosity and willingness to experiment with AI and automation tools.

Culture & Benefits

• Comprehensive medical coverage, including dental care and individual exclusions.
• Life, disability, and critical illness insurance.
• Paid Time Off (PTO), paid sick leave, and paid holidays.
• Paid parental leave.
• Employee Assistance Program and wellness initiatives.
• Access to ongoing learning, development opportunities, and career progression.